Complaints

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ****** posted my father's obituary and his photo with links to charities without our consent. Not only is this a copyright infringement, but they also claim it was posted by our funeral home, which is false.

  Business response

  06/17/2024

  Thank you for contacting us and we apologize for trouble and added stress during a difficult time. We do see the obituary has been removed and should not be appearing online. We have also submitted a request to ****** to correct any search results. If you have any additional questions or concerns please feel free to reach out to us at *************** 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've made a purchase of the star - ******************** from Legacy for my friend who unexpectedly died in the accident. The purchase in the amount of $217.91 was made on 6/7/2024 and I've received the confirmation with the order #. The purchase was made by phone and my credit card was provided to them also. I was told that tin 24h I'd received the code and I can name a star and accept the print pf all documents. I didn't receive any other emails from them. The money was taken from the account on 6/10/2024. I called them and ask for this order and was told that they do not have any orders like this. They can't locate this order under the order# or my name or even the card. When I've asked for the supervisor to speak with the representative ***** told me that there is no available person to talk to me but in 24h someone will get back to me. And of course nobody call me back. I'm attaching the order information I've received from them.They are not trying to help you in any way and it looks like it is a scam they take your money but do not provide the product

  Business response

  06/24/2024

  Thank you for reaching out to us and we sincerely apologize the certificate has not arrived yet. We do see the order for the physical certificate and have reached out to our vendor for additional information on the shipping status. We're so sorry for the delay and will follow up with you as soon as we have an update. Please let us know if you have any additional questions or concerns by contacting us at ***************. 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My father, ****************************** died last weekend and we wrote his obituary for ******* Memorial funeral home requesting that in lieu of flowers the family would like donations made to a well regarded non-profit that supports home caregivers (caregiver.org). We learned that Legacy.com has posted my father's obituary without our consent and omitted his chosen charity and instead edited the obituary to state that our family asks that donations be made to one of the advertised services on the site. Family and friends have contacted us and seem confused that we would make a request that they buy an expensive memorial tree instead of support the network of home caregivers that he had wished to honor. It is shameful and disgusting that this website is monetizing my fathers death and exploiting the grief of his elderly friends and families in an effort to turn a profit, not to mention reduce the amount of legitimate donations to a honest and worthy non-profit organization that actually cares for people in need. I expect a website administer to contact me immediately to facilitate removal of my father's obituary from the site. I would also like to warn other grieving families about this predatory website which has a business model to turn the death of beloved family members into cold, hard cash and add to the sadness and loss we are experiencing at this time.

  Business response

  04/04/2024

  Thank you for contacting us and we sincerely apologize for this trouble during a difficult time. We do show the obituary has been removed and we also requested to have it removed from ****** search results. We're so sorry again for this inconvenience. If you have any additional concerns or questions please feel free to contact us at ***************

  Customer response

  04/11/2024

   
  Complaint: 21506952
  
  I am rejecting this response because: I had requested communication from legacy.com to explain why my fathers obituary was posted on the site without our consent. The obituary was removed but I remain concerned about this companys practice of taking advantage of grieving families and want to know that they are taking measures to discontinue such practice. 

  
  Sincerely,
  
  ***********************

  Business response

  04/15/2024

  Thank you for following up with us and we apologize again for the trouble. We host online obituaries for Funeral Homes and Newspapers across the country to ensure friends and family are notified of a loved ones passing. We understand families want obituaries only hosted by certain Funeral Homes or newspapers and we will always honor a request to have it removed if it was not authorized to be online with us. We're so sorry again for the trouble. 

  Customer response

  04/16/2024

   
  Complaint: 21506952
  
  I am rejecting this response because the business stated that they remove obituaries that are not authorized to be posted with them. The funeral home we worked with stated that they have no partnership with Legacy.com and did not authorize my fathers obituary to be posted anywhere except on the funeral home website.  I want Legacy.com to recognize that they have a problem with whatever algorithm they are using to scrape unauthorized obituaries from the internet in an effort to monetize the death of beloved family members. I want them to end the practice of posting unauthorized obituaries so families who are already distressed do not have to make them remove unauthorized postings. This seems like a common sense and ethical practice change. I am still waiting for a representative from Legacy.com to contact me directly.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** took my father's funeral info from a site Tribute who works with the funeral home *********************. legacy had no permission to make an obituary with my father's name ***************************** and started asking for gifts, or flowers, that they would collect to send for my dads funeral! They had no right at all!! I have complained and Legacy responded that they were ************ by making another site to help. How? They did not have any permission from me, nor has anyone made this account for my dad! The site itself looks at funeral homes postings and they themselves make another posting collecting from family members that do not know where to send the gift. ********************* also called and complained to the site, stating that Legacy always does this and if not checked, they illegally take whatever gifts are sent and charge for a release!! This site and company should be taken down!!! My father's name is still showing!!! Thats invasion of our private info!!!! How dare they keep posting my fathers name!! I got a response saying it was taken down, but it still shows!! They lied!! So how many other obituaries have they made without other people knowing!!! How much money have they collected!! I had to pay for the online book for my dad's service, so are they still doing it without Permission!!

  Business response

  03/07/2024

  Thank you for reaching out to us and we sincerely apologize for any additional stress this has caused. We host online obituaries that offer a sympathy store for any loved ones who would like to purchase gifts or remembrances for the family. We work with vendors across the country to ensure these items are delivered on time and will always be happy to assist if any issues arise. If you are still seeing the obituary online and would like it removed please reach out to us at *************** and we'll be sure it is removed as quickly as possible. We apologize again for the trouble.  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am with ************************************************************ in *******, ** and we published an obituary on our website for *************************** and Legacy or someone using the legacy website picked it up and published on the legacy website with the picture of a MAN. This is extremely unprofessional that anyone can pull off obituaries and publish on your website without the funeral homes or families permission. I have received two call about this and am hoping that the family doesn't see it.

  Business response

  03/07/2024

  Good afternoon, thank you for reaching out and we sincerely apologize for the incorrect photo appearing online. We show it has been removed and should no longer be appearing on the obituary online. Please let us know if you have any additional questions or concerns by reaching out to ******************** 

  Customer response

  03/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Legacy.com has deceased loved ones name and other details posted on their website. I never authorized this. I want the name removed from the website as it raises privacy issues.

  Business response

  03/04/2024

  Thank you for reaching out to us and we apologize for the trouble. We do show the Funeral Home reached out to us as well and we have removed the obituary. If you have any additional questions or concerns please do not hesitate to reach out to us at *************** 

  Customer response

  03/11/2024

  Complaint: 21372766
  
  I am rejecting this response because: Legacy.com did remove link to loved ones obituary but it still shows a summary when name is searched. I included a screenshot. The family did not authorize nor wants any details of loved one to appear online. Please have them remove it completely.
  

  Thank you  
  
  Sincerely,
  
  G Hierro      

  Business response

  03/11/2024

  Thank you for following up with us and we apologize for this trouble. This appears to be a screenshot from ****** as they have not removed the search results from their website yet. We have submitted another request for them to scan our website and remove the results as we have removed the obituary. We apologize again for this inconvenience. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Ordered flowers for family funeral.Date of order: 12/07/23 Order #: PO117570508555 *** paid: $144.06 I recently learned on 2/2/24 from family member that flowers were never received. I contacted vendor on 2/21/24 via email and online form on website ********************** to tell them I wanted reimbursement, as order was never fulfilled. I received email reply on 2/22/24 stating they were sorry the order was not seen. Further stated upon checking order, florist confirmed delivery. Because order is over 2 months old, unable to refund. I replied back to ask which florist the order was outsourced to, never heard back. I also contacted my financial institution to file a dispute for charge.

  Business response

  02/29/2024

  Good afternoon. We sincerely apologize for the flowers not arriving in time for the service. We can definitely make sure you are reimbursed in full. Since so much time has past we will have to send a physical check. Please reach out to us at *************** with the best address to have the check mailed too. We look forward to hearing from you and please let us know if you have any additional questions or concerns. 

  Customer response

  02/29/2024

   
  Complaint: 21338008
  
  I am rejecting this response because:

   

  The email address that the business responded I should contact has rejected my email address. I cannot make contact with the business to provide my mailing address for them to mail me a check. I prefer my money be refunded to my credit card, the original form of payment. 
  
  Sincerely,
  
  *******************************

  Business response

  03/01/2024

  Thank you for following up. We see that the vendor rejected the refunded, but we can refund the order in full to you. Unfortunately because so much time has past we are unable to refund the credit card that was used and would need a mailing address to send a physical check. Please provide that here, or to *************** and we'll be sure to contact our accounting department right away. We apologize for this inconvenience. 

  Customer response

  03/08/2024

   
  Complaint: 21338008
  
  I am rejecting this response because:

  Company is stalling on issuing refund. In their response dated 03/01/24, they indicated they could not issue refund to my credit card (original form of payment) due to the transaction being over two months old. They asked me to email them my physical mailing address. I attempted to do so with initial email rejects, but was able to successfully email the company my physical mailing address. I received email response from company today (03/08/24) indicating they could NOT issue a physical check, due to a chargeback that started on 02/09/24. 

  I replied back to company today (03/08/24), telling them to explain what chargeback means in this situation. If this was truly the case, why was this not indicated in earlier conversation of this complaint? This company is clearly stalling on issuing refund for services that were never rendered. This is theft. I want my refund to be issued without further delay and want to know exact specifics about this, including dates. 

  Business response

  03/11/2024

  Thank you for following up and we apologize for the trouble. We did confirm with our accounting department that the order was charged back by your financial institution and we are unable to process a refund. We apologize again for the inconvenience and please let us know if you have any any additional questions or concerns. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/18/24 my mother passed away. My ******* ******* and I went to our local funeral home and made the arrangements for my mother according to her wishes. The Obituary was to be on the funeral homes site and in the local paper. Other than post on ******** it was not authorized to be on anything else. *********** took it upon themself to hijack the obituary post it on their site without permission. It is incorrect. They are also attempting to divert funds to their charities (trees, flowers, ect..) in an effort to make money. This dishonors the deceased as we have 2 specific charities to give to. They are making the passing of my mother a disgraceful and horrible ordeal. Take it down now!!!! I consider them a Scam.

  Business response

  02/15/2024

  Hello and thank you for contacting us. We sincerely apologize for this inconvenience during a difficult time. We work with funeral homes across the nation to ensure as many friends and family can be made aware of their loved one passing. We're so sorry for the trouble and inaccurate information appearing and we would be happy to assist in editing it or removing it if you would like to contact us at **************** We look forward to hearing from you and apologize again. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Published final draft of an obituary but they used the raw first draft! There is no one available by phone or email to contact to take down the obituary. Extremely unprofessional. Virtually no customer service or support. This is so embarrassingly and frustrating. I have no idea when or if they will correct this.

  Business response

  01/26/2024

  Thank you for contacting us and we sincerely apologize for any inconvenience. We would be happy to assist you in getting the correct obituary online. Please feel free to send us the final draft at *************** and we'll be sure to update it as quickly as possible. Our best contact number is ************, please let us know if you have any additional questions or concerns. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company, Legacy.com puts tricks people by putting out obituaries that look like news articles. If you open it or respond to it or share it, they grab your data and the data of those you share it with, then they relentlessly email you in your time of grief trying to sell you something. This should be illegal. If nothing else, how do I get off their database?

  Business response

  03/04/2024

  Thank you for reaching out to us and we apologize for any unwanted emails. We would be happy to assist you with unsubscribing from our email lists. Please email us at info@legacy with the email address you would like unsubscribed and we'll be sure it is processed as quickly as possible. Please let us know if you have any additional questions or concerns. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩